Appointment Reminder Sequence
Slash no-shows by 60% with automated 24h and 2h reminders.
Import this blueprint into your automation tool:
How to import: Download the blueprint → go to make.com (free account) → Create new scenario → click the 3-dot menu → Import Blueprint → upload the file. Then replace the placeholder values (YOUR_TWILIO_NUMBER etc.) with your own.
What this does
No-shows waste your most expensive resource: your tech's time. A 2-touch reminder sequence — one the day before, one 2 hours before — eliminates most of them. This template fires both automatically the moment an appointment is booked, with zero manual work from you.
Before you start
- ✓ Zapier account
- ✓ Twilio account with phone number
- ✓ Your scheduling software connected to Zapier (ServiceTitan, Housecall Pro, or Google Calendar all have Zapier integrations)
Setup guide
Create a Zap triggered by "New Appointment"
In Zapier, set the trigger to your scheduling tool. For ServiceTitan use "New Job". For Housecall Pro use "New Job". For Google Calendar use "New Event". Test with a real appointment to verify the customer phone number is being captured.
Add a "Delay Until" step for the 24h reminder
Add action → "Delay by Zapier" → "Delay Until". Set it to delay until 24 hours before the appointment start time. Use the appointment date/time field from your trigger and subtract 24 hours. This ensures the reminder fires at exactly the right moment regardless of when the job was booked.
Pro tip: If the appointment is less than 24 hours away when booked, Zapier will send the reminder immediately. That's fine — the customer still gets notified.
Send the 24h reminder SMS
After the delay, add a Twilio SMS action. Use the customer's phone number from your trigger. Paste the 24h reminder message.
Hi [First Name], just a reminder that [Tech Name] from [Company Name] is scheduled to arrive tomorrow between [Time Window]. Reply YES to confirm or call [Phone] if you need to reschedule. See you tomorrow!
Add a second "Delay Until" for the 2h reminder
Add another "Delay Until" step — this time set it to 2 hours before the appointment time. This second touch is the most impactful one. At 2 hours out, the customer either confirms or reschedules — giving you time to fill the slot if needed.
Send the 2h reminder SMS
Add another Twilio action with the 2-hour message. Include the tech's name and a real ETA if possible.
Hey [First Name], [Tech Name] is on his way and should arrive around [Arrival Time]. You can call us at [Phone] if anything comes up. See you soon!
Test and activate
Book a test appointment in your scheduling tool. Verify the Zap fires and the messages look correct. Then turn the Zap on — it runs automatically for every appointment from this point forward.
Pro tip: Run a test with an appointment 30 minutes in the future to verify the timing logic. Delete the test appointment after.
All messages — copy & paste ready
Hi [First Name], just a reminder that [Tech Name] from [Company Name] is scheduled to arrive tomorrow between [Time Window]. Reply YES to confirm or call [Phone] if you need to reschedule. See you tomorrow!
Hey [First Name], [Tech Name] is on his way and should arrive around [Arrival Time]. You can call us at [Phone] if anything comes up. See you soon!
Hi [First Name], we haven't heard back to confirm your appointment tomorrow with [Company Name]. We're holding your spot — please confirm by replying YES or call [Phone] if you need to reschedule. We'll release the slot in 2 hours if we don't hear from you.
Pro tip
Add a "Reply YES to confirm" to the 24-hour message and set up a Twilio webhook to log confirmations. This gives you a real-time no-show risk dashboard for the next day.
Common questions
What if the appointment time changes?
What if the customer doesn't reply to the confirmation?
Can I do email instead of SMS?
Need help setting this up?
Reply to your welcome email and I'll walk you through it. Most setups take under 30 minutes with help.
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